SAQA ID: 91994
OC: Public Service Administrator
Title of Qualification:
SAQA ID: 91994 OC: Public Service Administrator
Duration of Qualification:
This programme consists of Core; Fundamental and Elective Unit Standards as follows and will be covered over a period of six months.
Total Number of Credits: 52
Entry Requirements
NQF Level 4 qualification and/or equivalent experience in the public service.
Knowledge Modules:
- Batho Pele Principles, NQF Level 5, 1 Credit.
- Government System, NQF Level 5, 2 Credits.
- Conditions of Service, NQF Level 5, 2 Credits.
- Public Policies and Service Delivery, NQF Level 5, 3 Credits.
- Public Service Communication and Administration, NQF Level 5, 2 Credits.
- Programme and Project Management, NQF Level 5, 2 Credits.
- Good Administration and Integrity in the Public Service, NQF Level 5, 2 Credits.
- Developing and Managing Self and Others in the Workplace, NQF Level 5, 4 Credits.
- Financial and Supply Chain Management, NQF Level 5, 3 Credits.
Total number of credits for Knowledge Modules: 21.
Practical Skill Modules:
- Defining service delivery criteria for a specific work context, NQF Level 5, 2 Credits.
- Building Service Delivery Partnerships and Communicating with Citizens, Stakeholders, and Co-workers, NQF Level 5, 1 Credit.
- Administering and managing workplace outputs, NQF Level 5, 1 Credit.
- Developing and Managing Human Resources, NQF Level 5, 2 Credits.
- Administering and Managing Finance and Supply Chain Management, NQF Level 5, 3 Credits.
Total number of credits for Practical Skill Modules: 9.
Work Experience Modules:
- Apply Batho Pele principles as it relates to the Constitution, relevant policies and legislative frameworks to specific work role and service delivery context (Level 1-5), NQF Level 5, 4 Credits.
- Applying Batho Pele principles as it relates to the Constitution, relevant policies and legislative frameworks to specific work role and service delivery context (Level 6-12), NQF Level 5, 4 Credits.
- Building service delivery partnerships and communicating with citizens, stakeholders, and co-workers (Level 1-5), NQF Level 5, 1 Credit.
- Building service delivery partnerships and communicating with citizens, stakeholders, and co-workers (Level 6-12), NQF Level 5, 1 Credit.
- Managing workplace outputs (Level 1-5), NQF Level 5, 1 Credit.
- Managing workplace outputs (Level 6-12), NQF Level 5, 1 Credit.
- Manage people and self in the workplace, NQF Level 5, 2 Credits.
- Apply value driven and appropriate financial and supply chain principles (Level 1-5), NQF Level 5, 4 Credits.
- Apply value driven and appropriate financial and supply chain management principles (Level 6-12), NQF Level 5, 4 Credits.
Total number of credits for Work Experience Modules: 22.
The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager.
PROGRAMME OUTCOMES:
A qualified learner will be able to:
• Manage and control the costs of a contact centre.
• Manage and control the operational planning and achievement of operational targets.
• Manage personnel employed in a contact centre.
• Manage customer and supplier relations.
• Manage and assure the achievement of contact centre quality standards.
• Manage and control the efficiency of contact centre processes and technology
